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Pick up your phone! What your customer really wants

James clark August 13, 2013 0

real estate customer satisfaction

The California Association of Realtors’ conducted a survey looking into what qualities the public does not like about their realtors.  Three of the top five reasons focused on communication issues.  People were unhappy with the speed of communication, ineffective communication, and the form of communication being used.  It would be wise to look at these issues as a profession and strive to better serve our customers.  Especially, in light of the fact that it is possible to touch base with almost anyone immediately in today’s social media driven world.  People are no longer in the habit of waiting for a phone call.  As a matter of fact, some of these people rarely even make phone calls anymore.

Earlier this week, my 360training.com blog focused on using social media to attract more customers.  Today’s blog will provide some strategies to keep your current customers happy.  One of the easiest aspects to consider is how we contact our customers.  Of the respondents in the survey, only 17% prefer to be contacted by telephone; however, 51% report being contacted by their realtor via the telephone.  Additionally, many respondents would like to receive email (50%) or text message (29%) communications.  Of those options, 43% of realtors send email to clients and only 5% send text messages.

This coupled with frustration in the amount of time it takes to hear back from a relator indicate people want to have closer contact with their realtors.  It is very possible that an indication that you have seen their messages might be enough of a confirmation to make them happy.  Better Voice mail has a voice mail program that might fit that need.  When a client calls and the call goes to voice mail, a text message is generated informing the customer you are in a meeting and will return the call.  It also asks them to text their email back to you, so that you can keep in touch and send additional information.  Once you have this client’s email, you can associate it with the contact, and actually send out advertisements associated with properties in the area.  The prospects of this program are very good.  The customer is satisfied by knowing you have received their message, and as a professional you are building an advertisement base just from missed calls.

The other area of dissatisfaction was that clients are receiving inadequate information.  In this industry it is vital that we very clear about their process of buying or selling a property.  Additionally, remember we are the professionals.  Our clients are coming to us because they trust us to steer them in the right direction.  Do not shy away from having those difficult conversations of the value of a property.  Many homes were purchased for inflated values.  That does not mean the customers of today will pay the same high prices.  A client who has realistic expectations is likely to be a satisfied customer.

360training.com offers a great continuing education course that expounds on this very subject, Client Focused Communication.  Sign up today for CE credit and some great tips on keeping in touch with your clients.

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